Player believes that their withdrawal has been delayed.

I have successfully wagered a NDB terms and conditions and met prior KYC requirements for this casino. Upon requesting payout of $50 via BTC, they requested a selfie with my credit card: which I have provided. They are now not answering my emails and have blocked my account from requesting withdrawals. They have repeatedly rejected my withdrawal with no explanation with me having to chase them for days on progress. Now, I can’t even request the withdrawal. I had to contact management to have them tell me that I had to wait for their banking department to verify my card. They are now not replying to my emails and have blocked my account requesting withdrawals.

Dear Lexapro,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My frustration is the fact that they have repeatedly just outright rejected my withdrawal request with no correspondence or explanation. I had to complain via their chat, who kept telling me to attempt withdrawal again. Eventually they gave me management’s email address, and they told me to send a selfie of my credit card. Which I did. To no avail. Now they are not returning my emails and today I noticed my account has been blocked to request a withdrawal. They took the time to block my account access but not to inform me why. That’s very rude.

Hi there,

I have still not had my credit card verified after over 7 days waiting. This card has previously been verified and it mist certainly didn’t take over a week to do same. They also put a withdrawal restriction on my account. Which means even if I made a deposit and won real funds, I am unable to withdraw it. They have largely ignored my correspondence and when I spoke to the chat about this, they said they would find out for me and then the chat timed out.

i decided to play through the $50 funds instead. They are effectively refusing to answer my emails with no explanation as to why I can’t even request a withdrawal. I’ve never waited over 7 days for anything to be verified by any other casino.

For a casino to outright ignore a customer, stall over a week to "verify my creditcard" which included me having to get a selfie with it also - for a measly $50 withdrawal request? The strongly advertise "instant withdrawals" also. It’s just not worth my time, effort and stress levels over $50.

i’ll NEVER PLAY FIREFOX CASINO OR VIP SITE TIMELESS CASINO EVER AGAIN.

Thank you for your reply, Lexapro. Do I understand correctly that you have lost all your winnings?

Well yes as due to the fact they continually refused to pay me the $50 that was the maximum I could win from that bonus, I ended up just playing the $50 in the games. It was $50 and they made it impossible to withdraw as they blocked me from making that withdrawal and then refused to reply to me. So I figured if they were going to be so ridiculous over a $50 win, I don’t want to put any further money in and not be paid for any win I had in the future. I have deposited with them in the past.

Sadly, since you have lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.